Business Profile

Computer Software Developers

Microsoft

Headquarters

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Complaints

This profile includes complaints for Microsoft's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

5,665 total complaints in the last 3 years.
2,336 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:10/29/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a Microsoft Surface Slim Pen 2 from my local Best Buy on December 18, 2022. The product has a one year warranty from the date of purchase. I have tried every possible way that I can find online to file a warranty claim for the pen as it has completely stopped working after using it a total of three times since I purchased it. When I try to go through the process of submitting a warranty claim for the device through ********************'s website, I'm required to register the product using the serial number. When I register the device to my Micrsoft Outlook email account ************************** it indicates that the warranty period ended on October 7, 2023. How would it determine that when I've never registered the item previously, and I have the proof of purchase from Best Buy stating that I bought it on December 18, 2022? Once the Microsoft website indicated my warranty was expired (which again, it is NOT expired), I have been given no options for contacting someone (via email, phone, chat, etc). I found a support phone number, and I tried that, as well. Again, the automated system asked for the serial number of the device. After I repeated the serial number to the the automated system, I was again told that the device is out of warranty and not given any options for contacting anyone to provide proof of when the device was purchased. It almost seems as if this system is purposefully convoluted with no options for talking to a human to explain that the device is in fact still within the one year manufacturer's warranty period. This seems to be a deceptive practice, and gives me (the consumer) very little confidence that Microsoft wants to honor their warranties.
Business Response
Date: 11/03/2023
********************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Devices Team to investigate this matter and work with you directly toward a resolution.Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:10/28/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased three years of Xbox live gold. Those three years were to be converted to Xbox gamer pass ultimate. However, the last year did not take. Reaching out to Microsoft, they assured me that at the end of my subscription, I could then add that last year at the same rate. I asked if the conversion rate would change, and they assured me it would not. When my subscription ended, I attempted to reconvert that last year. However, the conversion rate did, indeed, change. I have tried to speaking with Microsoft support on nations to honor the original conversion rate they assured me I was *********** despite acknowledging their error. I have had no luck with a resolution. I am filing a complaint regarding the disingenuous nature of the support I received.
Business Response
Date: 11/02/2023
Dear *****************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current issue and want to make it right,A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution. Your new case number is **********.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/03/2023

Complaint: 20795847

I am rejecting this response because:

Microsoft has consistently reached out to me to tell me that they are allowed to change the rate of conversion at any time. That is fine. My issue is not with their right to change the conversion rate. My issue is that I was not allowed to redeem the last year at the advertised conversion rate, was promised that I would be able to do so, at a later date upon, the end of my subscription, and then, when that occurred, the rates changed, and they reneged on their promise. This is blatant misadvertisement and at best misleading customer service.

Sincerely,

*****************
Business Response
Date: 11/09/2023
Dear *****************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, unfortunately as the agent mentioned the subscription is susceptible to changes, perhaps when changing the subscription from Gold to Ultimate the conversion rate was not 1:1 thus not giving you the tree years, please feel free to reopen the case by replying to the agents last email.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/15/2023

Complaint: 20795847

I am rejecting this response because:
I am not sure why I am not coming off clearly. I will try to summarize again.
I purchased THREE YEARS of XBOX LIVE GOLD at the SAME TIME (this was in 2020/2021). I attempted to redeem all THREE YEARS at the SAME TIME through the 1:1 Game Pass Ultimate conversion rate. As I redeemed my three codes, each for one year a piece. After a couple of hours, I noticed only TWO YEARS had registered and my third year had not converted over. I reached out to Microsoft immediately. The representative told me to WAIT TWO YEARS until my membership expired and then redeem the third year again. I pressed the issue and indicated my concern that the conversion rate could change over the next couple of years. SHE ASSURED ME IT WOULD NOT and told me that I needed to wait for my membership to expire in order to renew. When the two years ended, I went to renew and the conversion rate had changed. Again, the MICROSOFT REP is at fault. Why do I get shortchanged as a customer for their ineptitude?
Sincerely,

*****************
Initial Complaint
Date:10/28/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Had an annual Microsoft Office subscription. In June, saw that renewal was set to process, and cancelled on last day. Saw I was in process of being charged anyhow. Went to MS site and requested refund (this was allowed with a generous grace ******** Didn't expect that MS would fail to grant ******* Just had a chance to check status, and saw MS had not reversed charge.Can you help me get this cleared up, and the refund back on my credit card account?Thank you!
Business Response
Date: 11/01/2023
Dear *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/07/2023

Complaint: 20794201

I am rejecting this response because:
I would just like the refund that their system should have remitted to me after I submitted my first request for cancellation and refund. I'm not sure why MS can't do this now, and there has to be additional effort from my side to receive my refund. It seems a pretty cut and dry situation to me.
Sincerely,

*************************
Business Response
Date: 11/09/2023
Dear *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we were able to confirm the case remains open and being worked on by our advocate *******. Our agent is having trouble with the tool that allows them to communicate with you. Please allow a couple of days so they can get this matter resolved and start working with you towards a resolution.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:10/27/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been locked out of my Microsoft account for a week. All of my attempts to get back in have failed because i dont remember info from 20 years ago. I don't care about the overall account, only my ********************** live account. I have spent thousands of dollars on Xbox over the years. I have 2 Xboxes in my house that I am unable to use due to being locked out. That's ****s of dollars in games going to waste. My verification attempts have failed likely because I created the account as a teenager and I am now 36! I don't remember my security question answer, and likely put a fake DOB due to being a minor at the time. I can provide emails, credit card statements showing Xbox charges, proof of the account on my ********************** to get back in. My wife who also uses my gamepass for her account can verify i am who i say i am.My gamertag is Prophet0Dark Email is ****************** Name on the account is *************** Phone number ************.I'm attaching screenshots of my Xbox home page with my account as an option, the security email I received when they locked me out, my credit card statement with recent Microsoft charges. This should be enough to let me back into my Xbox account.
Business Response
Date: 11/01/2023

Hi *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your subscription concern.

We have created a new case, your new ticket is ********** .One of our seniors of the Account Team specialists will contact you in the next 24 hours.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/01/2023

Complaint: 20793080

I am rejecting this response because: Microsoft was unclear in their response. They told me my account was locked and to unlock it I need to sign in to update my email. I've responded asking how am I supposed to sign in if it's locked. I am requesting a manual, not automated, review of my account and my identity.

Sincerely,

*****************************
Business Response
Date: 11/06/2023
Hi ******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding to your account access issues.

We found you have multiple cases, ********** / SIR17034502
/ ********** you can reopen any of them and asked for assistance and you want to go through the manual validation process to attempt to recover your account.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/08/2023

Complaint: 20793080

I am rejecting this response because: after chatting with a rep AGAIN (because there is no number to call) to reopen the ticket. I got the same generic responses. The chat transcript is attached. When i told them about the most recent BBB response saying i can request a manual validation, they had no idea what I was talking about. At one point they told me contact whoever replied thru the BBB telling me to reopen the ticket, as if I have that contact information. This is beyond RIDICULOUS. Someone from Microsoft/Xbox who actually knows what they're doing needs to contact me immediately. I've already filed an Electronic Notice of Dispute form. Please do not reply telling me to contact customer service again. Again, the online verification form does not work. It has rejected me countless times. I am able to verify my identity with my drivers license, credit card statements showing recent Microsoft charges. Xbox serial numbers and ip addresses and anything else that is needed. I want to SPEAK with an ACTUAL HUMAN who can review all of my proof that I am the account owner and unlock my account. At this point, I'm convinced it's all AI and not an actually human on the other end. I will take this matter to my local claims court if I do not get access back to my account soon.

Sincerely,

*****************************
Business Response
Date: 11/09/2023

Hi *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your subscription concern.

Please follow these steps and provide accurate information so you can attempt to recover your account.
Recover your Microsoft account using the Online Validation Form(ACSR) - Microsoft Community
Copy and paste it on your browser to get to the article.
Recover your account (live.com)
We hope that can help you recover your account.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/17/2023

Complaint: 20793080

I am rejecting this response because they obviously have not read the complaint history. I have tried the validation form over 30 times, it keeps getting auto rejected. I just filled it out again and got rejected, even though I KNOW most of the information I'm submitting is accurate.
I would like someone from Microsoft/Xbox to CALL me to verify my information.
Sincerely,

*****************************
Business Response
Date: 11/28/2023
Hi *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your subscription concern.

Please follow these steps and provide accurate information so you can attempt to recover your account.
Recover your Microsoft account using the Online Validation Form(ACSR) - Microsoft Community
Copy and paste it on your browser to get to the article.
Recover your account (live.com)
Or feel free to reopen your case for assistance. SR ******************************************************************
Customer Answer
Date: 11/28/2023
I am rejecting this response because they obviously have not read the complaint history. I have tried the validation form over 30 times, it keeps getting auto rejected. I just filled it out again and got rejected, even though I KNOW most of the information I'm submitting is accurate.

I would like someone from Microsoft/Xbox to CALL me to verify my information.

Sincerely,

*****************************
Business Response
Date: 12/05/2023
Hi Kamrin,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding to your account access issues.
We understand you as indicated in a previous message, you have multiple cases, ********** / SIR17034502
/ ********** you can reopen any of them and asked for assistance and you want to go through the manual validation process to attempt to recover your account.
If you are not able to recover your account, we suggest you create a new one.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:10/27/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
October 27, 2023 I puchared in September 2020. Microsoft Home and Office 2019 with my new computer. This software was suppose to last as long as I had the computer. I had to called MIcrosoft every six months for the last three years. They do not have a record of this purchase on my account. I have my recipt where I purchased it at Best Buy in ******* *******. I toke it to Best BUy and was told to contact Microsoft. I did in June 2023 and Microsoft added the software to my account. Today, October 27, I was blocke d out of my Microsoft account again and asking me to purchase Microsoft 365. I cannot get my emails, sign into Edge, and other sotware.
Business Response
Date: 11/01/2023
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current issue and want to make it right, A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution. Your new case number is **********.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/09/2023
November 9, 2023
Microsoft contacted me on November 4 to say that it has been to long for them to do anything about my problem. I have my receipt. Microsoft remove the software i paid for off of my MIcrposoft account in June 2023. I have been trying since them to have it put back on my account so I can used my computer software properly. All the money MIcrosoft has and they are defrauding a consumer. Shame On Them.!!!
Customer Answer
Date: 11/09/2023
November 9, 2023
Microsoft contacted me on November 4 to say that it has been to long for them to do anything about my problem. I have my receipt. Microsoft remove the software i paid for off of my MIcrposoft account in June 2023. I have been trying since them to have it put back on my account so I can used my computer software properly. All the money MIcrosoft has and they are defrauding a consumer. Shame On Them.!!!
Initial Complaint
Date:10/27/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Microsoft is actually a joke. I am an investor I have multiple Xboxs, games , controllers. I have spent thousands on Microsoft. But when I call the support as I did the last three days the hang up on me left and right. My account is locked due to suspicious activity. I know my purchase history, credit cards , and password. Yet I can not get into my account or get a real person to help. All of this after spending thousands of my hard earned money. This is how you treat your customers Microsoft your a joke. They have not tried to resolve this issue at all and hang up on me whenever I get a real person on the phone. I pay Xbox live every month, my credit card is on file, and all of my subscriptions are on my Xbox. They do not care about any of this or their customer base.
Business Response
Date: 11/01/2023
Dear *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/02/2023

Complaint: 20792406

I am rejecting this response because: I have not heard from anyone from the billing team as stated above. I will not accept the resolution until it is actually resolved.

Sincerely,

*************************
Business Response
Date: 11/09/2023
Dear *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we were able to confirm the case remains open and being worked on by our advocate *******. Our agent is having trouble with the tool that allows them to communicate with you. Please allow a couple of days so they can get this matter resolved and start working with you towards a resolution.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:10/27/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a notification from my bank that my credit card was charged by Microsoft. I tried to get Microsoft to stop billing me but have been unsuccessful. I wrote the *** of Microsoft who forwarded my letter to someone in ********** who has refused to fix my issue.
Business Response
Date: 11/01/2023

Hi ******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau your Microsoft charge concern.
We understand you and are sorry to hear that.
We proceeded with a review of the account ****************************** and there is not any recent purchase.
We would like to let you know, you can submit a case for investigation from your account and provide the requested information,so that can be reviewed further.
Please follow these steps;

Investigate a charge from Microsoft on any card you own
If there's a charge from Microsoft on your bank or credit card statement that you do not recognize, we now offer a way for you to try and identify who made the purchase.
1 To get started, sign in and go to Manage your payments.
2cNext to Dont recognize a charge on your bank statement?, select Investigate.
3 If you already have the card added to your account, choose it from the dropdown list. If the card is not listed, select Add a credit or debit card and follow the instructions to add the card to your account.
4 Enter the card's security details and select Submit.
5 Select the arrow next to the charge being queried to show detailed information. (Note: Only charges made in the Microsoft Store within the last 60 days will be shown).
6 Look at the Microsoft account used information.

In case you need further assistance, feel free to visit Microsoft.com for support.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:10/27/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased Digital Microsoft Windows 11 for Home use and Continued Educational Studies.Three weeks ago, all of my files were mysteriously deleted by Microsoft. I tried to sign in to restore my files but was blocked by Microsoft. My password didn't work, so I wanted to change it but couldn't. I also tried to change the number on file, but Microsft blocked that process. I wanted to replace the number as a second step of verification. I've called Microsoft several times and was told that the service I needed was now online. Microsoft's website is defective and deceitful, and Microsoft is aware of this issue.
Business Response
Date: 11/01/2023
Dear ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:10/27/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 1, 2022, I canceled my Skype subscription. I received an email confirmation of this. Skype continued to bill me. They now say they cannot refund me charges older than 90 days. At a minimum, this is consumer abuse; at worst it is policy and deserved of a class action lawsuit.
Business Response
Date: 11/01/2023
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current issue and want to make it right, A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution. Your new case number is **********.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:10/27/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am severely disappointed in the service that I have been provided by Microsoft. I informed them of how urgent it was for me NOT to have my service interrupted and it has now been ALMOST TWO MONTHs where I have no idea if my clients are able to consistently reach out to me or not. This is absolutely unacceptable service for a professional business to have to put up with and gives me zero confidence in Microsofts ability to sustain a professional and stable platform for my company to rely on going forward. I've requested to have a conversation with a Principal/Senior Supervisor multiple times and all requests have been ignored. This entire ordeal has been absolutely ridiculous and incredibly infuriating. I need to get ********** plan, phone number, and Microsoft monthly subscription back up and running ASAP today.
Customer Answer
Date: 10/27/2023
I've attached additional Files that do not appear to have gotten uploaded properly during the initial complain submittal
Customer Answer
Date: 10/27/2023
Invoices that need correction
Business Response
Date: 11/01/2023
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current issue and want to make it right, A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution. Your new case number is **********.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/10/2023
I just checked my account and still have not had the invoices corrected.
Business Response
Date: 12/08/2023
Dear ***************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request, we were able to confirm the case has been closed as our agents informed the charges cannot be reversed based on our policies and procedures. Regarding deleting the invoices our agent also provided the instructions for you to be able to address this matter.

Considering this information, we will be closing this complaint as theres no further action we can take regarding this matter.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 12/11/2023

Complaint: 20789731

I am rejecting this response because: they have still not followed through with crediting my account for the incorrect charges. The amount of time that Ive had to spend to try and simply get my account corrected is absolutely ridiculous.

Sincerely,

***************************

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